James & Sharon Grubbs January 14, 2010
1625 East 84th Place
Chicago, Illinois, 60617
1(773) 731-4779


To Whoever Will Listen:

On 14 Dec 2009, We, (James & Sharon Grubbs) sat down with salesman Leroy Owens of River Oaks Toyota. I expressed my interest in purchasing a new Highlander, Mr. Owens stated that they didn't have any at this time but that they could get one for us. I told him that would be ok. Mr. Owens then walked away and returned stating he might have what I want, but that had a few miles on it. He asked could we look at this vehicle. We did and I liked it. however I told him there were a few things I was looking for the vacuole to have. Mr. Owens then asked me, (Sharon Grubbs), "What can I do to get you in this vehicle today?" I stated, " As long as the car has a remote starter and the satellite radios works you have a deal." Mr. Owens told me it doesn't have a remote starter but I can have that put in. But the service has expired and you would need to have it switched to your name." I told me that's ok as long as it has the service, Mr Owens assured it that it did and the deal was done. Mr. Owens then took me out to my new car while my husband finished up the financial side of the purchase. Mr. Owens took me the new car, I asked him how to I get the serial number to activate the system, Mr Owens stated all you do when you get home is give Sirius the vin number and the satellite radio will work. When we got the vehicle home, I attempted to activate the satellite radio. It did not work, so I got the owner’s manual and followed the instructions located on page198-201 of the 2009 navigation system owner's manual for Toyota Highlander. It did not work; I could not retrieve a serial number so I called Mr. Sylvester Jackson the service director who walked me through it. It did not work. Mr Jackson told me since I was having the remote starter put in he would check to see if I may have hit the wrong button or something and he would check the system.

On December 15, 2009 I returned the vehicle to Toyota for the remote starter, It was done. Mr Jackson told me after checking my new vehicle for satellite service that it did not have a receiver and that it would need to be installed. I told him to go ahead and install it. Mr Jackson said he could not install the receiver without authorization from Leroy Owens the salesman. I contacted Mr. Owens refused, then he agreed to put the satellite in the vehicle. Well when I got the car back. It had a satellite alright. attached to the gearshift, in plan view. When he told me that he would have the factory receiver put in. He did not. I talked to the sales manager Charles Gunter who stated you have a satellite radio and that is what you get it cost much to put in what you requested. I asked how much he stated $725. when I explained the Leroy Owens promised me a factory Mr. Gunter stated he didn't put it in writing and I am not obligated to honor his verbal promise!. Well I told him I will meet him halfway and cover have the cost. Mt Gunter and Mr Owens both refused. I contacted Toyota's corporate office who stated to my husband, " I told Toyota I wanted my old radio in the vehicle." this is NOT true because if I wanted my old radio in the vehicle why do I still have that radio at home. I wanted a factory installed radio in my car this installation is a theft waiting to happen. Toyota corporate refused to listen any further.

This why I am contacting you. the cost is not the issue..I am going to another Toyota dealer to have my system put in my vehicle the way I want it. It is the verbal promise that was broken. I don’t just want this not to happen to anyone else!

James & Sharon Grubbs